Customer experience professionals gathered in London on 12th July for the Customer Engagement Transformation Conference hosted by Engage Media. Transversal, a platinum sponsor of the event, occupied a stand throughout the day at which we advised attendees on implementing knowledge automation and shared our stories of client success.

One of those clients, Equiniti, presented at the event. In a talk titled “How knowledge plays the leading role in Equiniti’s digital transformation project”, Stephen Green, the company’s Head of Digital Strategy, described how Equiniti deployed knowledge automation from Transversal to improve its self-service capabilities. Digital knowledge helps Equiniti’s investment customers manage their own portfolios, a complex task requiring accurate and up-to-date information. Stephen has previously discussed this project in a webinar for Transversal that is available online.

Other organizations at the event included another Transversal client, John Lewis, discussing “gifting strategy”, and Transversal partner Capita on the evolution of customer management. Charity Save the Children explored the use of happiness in fostering engagement with customers. Insurer LV discussed the universal challenge of “staying ahead of the curve” while managing customer expectations in a rapidly changing environment.

Sharon King-Livesey, Head of Global Marketing at Transversal, said: “It was a pleasure to sponsor and attend another great event from Engage. No one can improve their customer engagement in a vacuum and to share insight from diverse professionals is invaluable. I’m especially delighted Stephen Green gave his time to discuss his experience with Transversal. Our clients are the best advocates for what we do.”

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